Desktop Support Engineer

1 month ago

London, United Kingdom Edenhale Full time

Desktop Support Engineer - London - St Pauls/Bank SCCM, Intune, Active Directory, O365, Zoom, Zscaler, Adobe, Citrix, Asset Management Systems, Windows 10, Jira, Crowdstrike, Tenable, ServiceNow, Fuse, AV/VC MUST HAVE: SCCM, O365, Active Directory As a Deskside Support Engineer, you will work closely with the End User Support Team to provide second and third-line operational support and ensure timely and efficient resolution of incidents and service requests. In addition, you will provide Desktop support, asset provisioning, configuration, collection, software installation (unpackaged apps) and low-level comms room support. Overview As a Deskside Support Engineer, you will provide end user hardware, software and infrastructure support. You will work closely with the End User Support Team to provide effective and efficient second line operational support which will include desktop and client support, local server and network support, training of end users, ensuring the timely and efficient resolution of incidents and service requests. In addition, you will support the PMO as a technical project resource. What you’ll be doing:

  • Effectively and efficiently managing tickets and resolutions to maintain key performance indicators
  • Taking ownership of support tickets and the associated regular communication on ticket progress as a subject matter expert, escalating issues when required
  • Contributing to technical support articles in the knowledge management database
  • Driving service improvement by developing processes and procedures documentation
  • Collecting and maintaining accurate, detailed information about all assigned support tickets to provide relevant information to other IT support teams and to enable the facilitation of an effective service and management reporting
  • Proactively supporting the investigation of problems and identifying workarounds, fixes and root causes, supporting Disaster Recovery activities as required
  • Managing user relationships and engaging with the Service Delivery Team and third-party providers as required, in addition to implementing solutions as agreed with the wider IT management team
What we’re looking for:
  • A technically skilled Deskside Engineer with exceptional knowledge of build systems on SCCM and Intune mobile device management
  • Demonstrable customer service experience with a customer focused and engaging attitude
  • Exceptional communication skills with the ability to communicate technical information clearly to non-technical stakeholders whilst setting expectations and providing reassurance
  • A minimum of 5 years desktop support experience with demonstratable knowledge of the asset lifecycle including; builds, deployments, returns, decommissioning
  • Experience of working with the wider IT team (Incident, Problem, Change, Knowledge Management and Service Asset Configuration Management) in an ITIL process driven environment.
  • Clear understanding of the impact of ticket management on KPI’s and SLA’s
  • Determination, confidence, resilience, and the can-do attitude needed to multi-task in an ever-changing environment
  • A logical thinker with a structured approach to troubleshooting in complex environments with excellent knowledge of industry standard applications
  • The ability to self-manage whilst supporting and mentoring colleagues and the wider IT function

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